Technical Support Customer Service

Daniel Joseph Howard

**** * ****** **.

Chicago, IL 60622 U.S.A.

Tel: +x xxx xxx xxxx

********@******.***

Profile:

A Senior Unix Systems Administrator, with a friendly ethic of

service, dedicated to providing Information Technology solutions to

users in a wide variety of organizations. Able to function in a lead

role, as a team contributor, as a mentor, and as a technical consultant

for non-technical colleagues. Demonstrated record of identifying

organization-appropriate solutions, implemented as robust services that

ensure continuous availability and maximum user productivity.

Major Achievements:Implemented and maintained core Unix-based Information Services for a

company that was doubling in size every three months, from twelve to

250 employees.Created a software package for e-mail list management, and an e-mail

interface to Bugzilla to track help desk "trouble tickets" when

available solutions proved inappropriate.Developed automated processes to audit and synchronize user account

information between different systems, including Unix, LDAP, Human

Resources, PBX, billing, and satellite organizations.Combine technical support experience, and relationships with support

personnel, to ensure that technology solutions are appropriate to user

needs.

Technology Profile:

While proud of my ability to rapidly learn and deploy a vast array of new

technologies to serve my users, these are some of the specific technical

skills that I already possess:

Disaster Recovery and Storage Technology: AMANDA, NetApp, Veritas NetBackup, Unix tar and dump, automate tape

robot manipulation via script, manage off-site vendor relationships,

procure and manage RAID

E-mail Infrastructure: Server Software: Courier IMAP, Cyrus, Postfix, Qmail, Sendmail, UW-IMAP

Mailing-list Software: Listme, Mailman, Majorcool, Majordomo

Content Filtering: Amavis, Procmail, Sophos

LDAP: Server Software: iPlanet Directory Server, Microsoft Active

Directory, OpenLDAP

Plan services, extend schema, synchronize directory data with

non-LDAP systems

Networking: Solid theoretical understanding of TCP/IP

AppleTalk: Netatalk and uShare implementations

Apache, BIND DNS, CGI scripting, DHCP, IPFW firewall, NAT, NIS, NFS, T1

and DSL uplinks, various network switches

Operating Systems: FreeBSD, Linux, Macintosh OSX, Solaris, Windows 2000/XP

Scripting and Software Development: C, C++, Perl and perl modules, Java, awk, shell scripting

Multiple projects of medium complexity completed in Perl, featuring

web interfaces

Ticket-tracking: Bugzilla, GNATS, RT

Experience:

2003-2004 Server Central Network

Manager of Technical Support and Managed

Hosting Services

Server Central Network provides network, datacenter, and web-hosting

services.

Ensure that technical support requests are fulfilled on a

consistent basis by staff operating 24x7.Develop documentation, and deploy and monitor software

knowledgebase systems for customers and staff.Manage daily operations of Cobalt and Plesk-based web and e-mail

hosting services on FreeBSD and Linux.Manage internal systems for issue tracking, knowledgebase, and

systems monitoring.Interface with service and software vendors to resolve

issues.

2002 Transmeta Corporation

Senior Unix Systems Administrator, MIS

Transmeta designs and markets a low-power microprocessor for

consumer devices and embedded computing applications.

Provided technical oversight to e-mail infrastructure upgrade,

including changes to transport software, spam filtering, and

directory-based routing.Audited discrepancies among human resource records, LDAP,

and Unix account records.Compiled help desk documentation and feedback on proposed help

desk, service level, triage and escalation policies.

1999 - 2001 Tellme Networks

Lead Unix Systems Administrator, Corporate Operations

Tellme provides an automated telephone-answering technology that

improves service and reduces costs for high-volume call centers.

Researched, implemented, and migrated users to improved

technology solutions, emphasizing user-level transparency.Implemented flexible and scalable e-mail architecture that

includes virus protection.Implemented and maintained original network, firewall, PBX,

disaster-recovery, and monitoring technologies, transferring

responsibilities to new teams, as they were staffed.Played key role in moving 200 employees into new office over one

weekend, ensuring that all technology services were functioning

properly come Monday morning.Researched, procured, deployed, supported and upgraded

large-capacity file-storage services, serving NFS and AppleTalk.

Collaborated on policy and created scripts to synchronize user

account data with European subsidiary.Provided after-hours, on-call, overtime, and weekend support,

while collaborating with management to develop service level

guidelines and escalation policies.

1998 - 1999 EnterAct, LLC

Systems and Network Administrator

EnterAct was a Chicago-area Internet Service Provider, that was

highly-regarded for providing excellent customer support. EnterAct

has since been acquired by RCN.

Maintained back-end servers providing web hosting, e-mail, and

Unix shell service for over 15,000 users.Developed tools to automate administrative tasks: DNS and subnet

allocations.Wrote, documented, maintained, and audited support software and

systems for employees and customers.Developed electronic commerce back-end systems for web-hosting

client.Improved communications between Systems Administration and

Technical Support teams.

1997 - 1998 National Center for Supercomputing Applications

Undergraduate Assistant, Network Development Group

The NCSA provides super-computing resources to support allied

academic, scientific, and commercial research institutions.

Assisted Network Development Group in managing NCSA network

services for 500 employees, spread across six sites.Maintained Local Area Networks, supporting TCP/IP and AppleTalk

protocols.Provided technical support for workstation, server, and

supercomputer network services running a variety of different

Operating Systems.Conducted Ethernet media conversion from CAT3/USOC to

CAT5/TIA-568A for NCSA systems at Beckman Institute.Participated in first thorough audit of all network-connected

equipment.Developed web-based support applications.

1996 EnterAct, LLC

Technical Support (Summer Intern)Provided technical support via e-mail and telephone to users at

all skill levels.Gained thorough knowledge of Windows Dial-Up Networking, modem

technology, and Internet client applications on multiple

platforms.Authored user-level technical support web pages.Performed routine Unix administration tasks.

Education:

B.A. in English Rhetoric: Professional Writing

Computer Science Minor and Concentration in Linguistics

University of Illinois at Urbana-Champaign

International Baccalaureate and High School Diploma

Lincoln Park High School

Personal Details:

Date of Birth: 18th January 1976

Nationality: United States Citizen

Sex: Male

Marital status: Single

Children: None

Languages: Fluent in English. Limited competency in French and

Spanish

Veteran Status: United States Army

6 weeks Active Duty: Administrative Discharge

Interests/Hobbies:

International affairs and travel: I have visited many E.U.

countries, several states in the U.S. as well as Japan, Jordan,

and Thailand.

Reading, writing, and linguistics.

Working customer service jobs (Waiter, Barista) between technology

bubbles.

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